How do you handle a difficult client who insists on changing the event schedule on the day of?

1 Listen First

When confronted with a difficult client wanting to change the event schedule, your first step is to listen actively. Understand their concerns and the reasons behind the requested changes. This doesn't mean you have to agree or comply, but it's crucial to show empathy and acknowledge their perspective. By doing so, you'll build rapport and might even uncover underlying issues that can be resolved in other, less disruptive ways.

2 Evaluate Impact

After hearing your client out, take a moment to assess the impact of the proposed changes. Consider factors like the availability of vendors, the expectations of attendees, and the logistical adjustments needed. Your expertise in live events enables you to foresee potential ripple effects that may not be immediately apparent to your client. Communicate these implications clearly to help them understand the situation from a practical standpoint.

3 Offer Alternatives

Once you've evaluated the impact, it's time to present alternatives. If the original schedule cannot be followed, suggest viable options that minimize disruption. Be creative and flexible, but also realistic about what can be achieved in the limited time available. Your ability to think on your feet and offer workable solutions will not only defuse tension but also demonstrate your commitment to the event's success.

4 Stay Professional

Throughout this process, maintain a professional demeanor. Avoid getting defensive or confrontational, as this can escalate the situation. Instead, use calm language and a positive tone to convey your messages. Remember, your role is to manage the event effectively, which sometimes means steering clients away from decisions that could negatively impact the event's outcome.

5 Assert Boundaries

It's important to assert boundaries clearly. If certain changes are simply not feasible, communicate this firmly yet politely. Explain the constraints you're working with and why some requests cannot be accommodated at this stage. Setting these boundaries is essential for maintaining control of the event and ensuring that professional standards are upheld.

6 Problem Solve

Finally, engage in collaborative problem-solving with your client. Invite them to participate in finding a resolution that satisfies their needs while keeping the event on track. By involving them in the problem-solving process, they're more likely to feel invested in the outcome and may become more flexible in their demands. This cooperative approach can turn a challenging situation into a partnership that benefits everyone involved.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?